1. Do we support 'Stories'?
A: No, we do not support stories at this time.
2. What are the limitations of the Automation bot’s buttons?
A: There are a few limitations:
- We do not support Images in the bot’s buttons at this time.
- Automation bots in Messenger can include up to 13 "quick reply" buttons. Any additional buttons will follow a numbered and lettered format, such as 1a, 2a, etc.
3. We are not getting Messenger communications. What could be a possible reason?
A: Possible reasons for the channel not working:
a) Credential Verification issues: The CommBox system continuously verifies the validity of credentials. If access is interrupted, the user who opened the channel will be notified. Update the Facebook account with the necessary permissions or credentials.
b) Handover Protocol Issues: If messages are not being received, despite everything appearing to be configured correctly, it could be due to multiple apps connected to the Page. This can cause conflicts related to communication ownership, governed by the Handover protocol.
4. Do you have to connect to a Facebook channel in order to connect to a Facebook Messenger channel?
A: The two communication types can function independently of one another.
5. How much time must elapse before a conversation is locked?
A: After 7 days from the last message from the customer. From the moment the customer sends an additional message, the conversation will be opened for another 7 days.
6. The "Greeting and Get Started" is not displayed? Why?
A: It will be displayed only if that is the first interaction of the user of the Page.
7. During a conversation with a customer, a profile picture is not displayed. Why?
A: Facebook has applied privacy restrictions for certain pages based in Europe which prevents certain users from viewing the profile pictures. For further information: https://developers.facebook.com/docs/messenger-platform/europe-updates#
8. How can I check that my Instagram and facebook are linked properly?
Instagram Account Not Appearing When Connecting to the System
If you were able to connect your Facebook account but don’t see your business page when trying to connect Instagram, this usually means the business page is not yet linked to your Instagram account.
To fix this, please follow these steps:
Go to your Facebook Business Page.
Click Settings.
Select Linked Accounts.
Check that your Instagram account is connected.
If it isn’t, complete the linking process from this screen.
Once your Instagram account is linked, your business page will appear in the list when connecting Instagram to the system.
If you continue to experience issues, just let us know — we’ll be glad to assist further.
9. Responses and tags from the Facebook Page are not being received in the Agent Workspace. Why?
After checking, please verify that the Facebook Page is connected as described in the instruction manual above and is set to Active in the module settings.
10. Is the Facebook Mentions feature supported by the Agent Workspace?
We support the Facebook Mention feature in the following circumstances:
a. In a Mention within a response to a Post - it will only drag the Post and the Response
b. Mention within the Post itself by a regular User - it will only drag the Post itself and the Responses on the Page to the Post without responses by other users.
c. Mention the Post itself on the Facebook Page — it will drag the Post and the Response.
11.Can Facebook Groups be integrated with the Agent Workspace?
No, the Agent Workspace does not support Facebook Groups.
12. I've connected to the channel but the Page is not located beneath it? How to fix this?
There are 3 possible options:
a. The account you connected doesn't manage the Facebook Page.
b. You didn't connect to the Agent Workspace with the username that connects the account.
c. In the Facebook window during the connection process, you need to re-add the account if it isn't checkmarked, then make sure to do so.
13. Can I block comments/users in the facebook channel?
There is no option to block users/comments in the Facebook channel, only from the Facebook page.
14. I've connected the Agent Workspace to a Facebook channel. How many retroactive days will be included in the synchronization?
The Agent Workspace will collect all of the Page's Posts from the last 2 days. New responses to Posts that were posted more than 2 days earlier will cause the entire Post to be collected as well.
15. We've deleted a Facebook Post. Will the Post also be deleted within the system?
If and when the Post has been deleted from Facebook, its status within the Agent Workspace will also be switched to deleted.
16. The synchronization was stopped and the account's administrative permissions need to be renewed. What should I do?
Once every 6 months, we synchronize the Facebook account manager details to ensure they are up to date. We review all of the Pages which are under the account's management and verify that their Access Token is valid. In the case one or more is expired, we will send an email referring to the Page's title. In most cases, this message is received when one of the Pages under the account's management has had a change in authorizations, or one of the Pages requests to enforce the Two-Factor Authentication feature
Common Error messages
(#200)
User does not have sufficient administrative permission for this action on this page. If the page business requires Two Factor Authentication, the user also needs to enable Two Factor Authentication.
Possible reasons for this Error message
- The user is not an Admin on the page.
- The page settings require all users to have 2FA in their private accounts. Click https://www.facebook.com/help/148233965247823 for more information.
To resolve this issue:
a. Go to the account and click on Add Account (even when the account already exists and is displayed)
b. If the account manager doesn't manage the page anymore - make sure to verify that the account holds admin permissions over the specific page.
(#100)
Facebook Error 100 occurs when the original message on Facebook has been deleted — either by the customer or by the page administrator.
In this situation:
The message is still stored in the system and can be viewed in the customer’s record.
Since the message no longer exists on Facebook, it cannot be replied to through the system.
The system keeps the message for documentation purposes only, but no response can be sent via that thread.
(#551)
This person isn’t available right now
The customer blocked messages from this post/page
(#190)
Error validating access token: The session has been invalidated because the user changed their password or Facebook has changed the session for security reasons.
Possible reasons for this Error message:
- The account’s password was changed. Go to Accounts, and click Add Account (even for existing accounts)
- The user is not an Admin on the page.
(#10)
The chat is currently controlled by Messenger while the user is in an automated question and answer flow. Please wait for the flow to finish before trying …
Wait for the flow (bot) to finish and try again.
(#230)
Facebook Error #230 occurs when a Facebook user has chosen to block, on their own initiative, the ability to receive messages through third-party systems via the API.
As a result:
It is not possible to contact this user through the system — including via any integrated platforms connected to Facebook, such as ours.
You can still reply to the user directly from the Facebook interface, since the block applies only to external systems (API) and not to communication within Facebook itself.
Please note that we have no control over the personal settings configured by Facebook users. As long as Facebook’s security policy on this matter remains unchanged, this restriction cannot be bypassed.